At E-Cigarette Direct we pride ourselves on providing you with superb after-sales support, and aim to provide rapid replacements for any faulty device under warranty. This page details the warranties you get with your device, and how to get a replacement.

Charging Equipment

Your charger comes with a 12 month warranty.

Batteries

All mods and batteries are under warranty for three months.

Clearomisers/Tanks

All clearomisers (tanks) with the exception of CE5 clearomisers are under warranty for six months. CE5 clearomisers (tanks) are under warranty for one month.

Please note - these warranties do not apply to the coil within a clearomiser or tank which is a consumable product as below.

Coils

Coils are a consumable product, and as such, will be replaced only if faulty on arrival. Please let us know within 5 days of receipt if your new coil does not work.

What does your warranty mean?

We guarantee that your device is, and will remain, free from defects for the period of the warranty. Please note - this applies to faulty products, and not accidental damage (e.g. dropping on a hard floor!)

What if the warranty has run out?

We're still here to help! Many problems can be diagnosed and solved (or we can point you towards one of our helpful guides), so send us an email, give us a call for advice or pop into one of our stores for face-to-face support and help.

How do I get a replacement?

In the unlikely event you have a problem with your device, just contact our friendly customer service team on [email protected]

You’ll need to return the item (we can arrange pick up free of charge). If we are unable to diagnose and solve your issue, we’ll send you a replacement by Royal Mail First Class. It helps if you have your order number, but if not our team should be able to find your order using your email address.

Hassle Free Returns, Free Over £15

Coronavirus Update

Due to high demand for us and the postal services, your order may take longer than usual to arrive.

On some occasions, it may take up to 24 hours longer than usual to dispatch your order. We are also aware that pressure on delivery services are leading to delays with some orders. During the lockdown, please allow 7 working days after dispatch for your order to arrive. If your order does not arrive within 7 working days, please let us know.

Unfortunately, we can no longer deliver to addresses outside the UK but in the EU due to new EU regulations.

Hassle-Free Returns - & 90 Days to Change Your Mind

Need to return an item? We aim to make the process as easy as possible (it’s also free!).

We can arrange for a free pickup or for your product to be sent back free of charge. There’s no need to fill in a complicated form - just send an email to our friendly customer service team on [email protected], give us a call on 01792 852843 or use this contact form.

When can I make a return?

When you have an unwanted present or have changed your mind - you’ve got 90 days to decide! Please note this only applies when you have not used the product, and it is in a resalable condition.

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KNOW WHAT’S IN YOUR LIQUID

At E-Cigarette Direct we only sell e-liquids that have been fully tested for impurities such as diacetyl. Our own range, Halo Vapour Co., is produced in the UK from top quality ingredients, sourced in the EU wherever possible using the very best pharmaceutical grade nicotine, and tested in a UK, government approved laboratory. If you want to know what's in your e-liquid, just click here to view our testing certificates.

Nicotine containing products are addictive and are not recommended for non-smokers, persons who are allergic/sensitive to nicotine; pregnant or breast-feeding women; persons who should avoid using nicotine products for medical reasons; or persons with an unstable heart condition, severe hypertension or diabetes. Please keep e-liquid and nicotine containing products out of reach of children and pets. Please note that E-Cigarette Direct do not endorse and are not responsible for the content of other sites linking to us.

Why do I have to prove my age?

Our age verification system is quick and easy to complete. Simply enter your date of birth, and our system will use the information from your order to do the rest.

On rare occasions, you might find that you don’t succeed on first try. Don’t worry - our super-friendly customer service team is on hand to ensure that, as long as you are 18 or over, you can still get your vaping supplies!

Once you have confirmed your age we won’t usually need to check again. (Exceptions can occur, for example if you change your name).

(You can help us check your age by ensuring your name and address are spelt absolutely correctly in the order form :) )

How your data is used

We use as little data as possible. The only data that ECigaretteDirect keep is information needed to send your order, and your date of birth (so we only have to check once!)

Your age is checked using Experian, which will check the information you provide against information in existing records to confirm you are over 18. No credit check is performed but a record of the search will be visible to you on your credit report. This will not affect your ability to get credit.

Why do we check age?

As you may know, there has been some concern that under-18’s may try vaping.

This is against both our company policy and the law.

And as responsible retailers, we need to do everything we can to ensure that every customer is of legal age.

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